Customer Operations Leader

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Customer Operations Leader

Apply locations QUEBEC VIRTUAL, CAN time type Full time posted on Posted Yesterday job requisition id R0152234

À propos de NCR

NCR Corporation (NYSE : NCR) est un chef de file dans la transformation, la connexion et l’exploitation de plateformes technologiques pour les services bancaires autogérés, les magasins et les restaurants. NCR a son siège social à Atlanta, en Géorgie, et emploie 38 000 personnes mondialement. NCR est une marque de commerce de NCR Corporation aux États-Unis et dans d’autres pays.

Title: Customer Operations Leader

Grade: 10

Location: Montreal, Canada

Languages: English & French

The working hours for this role are 9 AM EST - 5 PM EST

Customer Operations Leader: The COL is a client facing role who partners with the Account Executive as part of the account team. We work with various internal teams who own the delivery of services to drive a positive customer experience.

This role requires skills in relationship management, analysis, and providing general ownership in a customer facing role. The COL is focused on building long-term partnerships with NCR Voyix Clients. This position is responsible for the operational health of the customer and delivery excellence across NCR Voyix. We support the ‘One NCR Voyix’ approach by giving customers a single NCR Voyix point of contact managing all aspects of the NCR Voyix operational, execution, and delivery experience across all functions of NCR Voyix.

Positions Summary & Key Areas of Responsibilities

1. Service Delivery responsibilities for selected accounts
2. Transfer industry, technical, and product knowledge to customers and partners
3. Provide high-level and detailed solutions/technology/product consulting, technical and sales support within customer portfolio
4. Perform in-depth and high-level technical presentations for customers, partners, and prospects
5. Provide consultative support in other areas of the business
6. Proactively plan to prevent post sales issues that shorten time to revenue and affect future opportunities through the account teams and appropriate organizations
7. Achieve goals for retention, NPS, customer satisfaction and growth
8. Work closely with the AE and SSC to ensure overall customer strategy is maintained
9. Escalation Point on Operational aspects for the Customer

Qualifications

1. Knowledge of English and French is mandatory
2. BS/BA (EE/CS) degree or equivalent work experience (3+ years)
3. Knowledge of Hospitality/Retail industry
4. Knowledge of technologies used in the Hospitality/Retail industry, including solution, technology, and product offerings
5. Skilled in MS Office (Word, Excel, PowerPoint, Outlook) and general knowledge of Salesforce or similar CRM platform
6. SLQ knowledge preferred
7. Experience with billing an asset
8. Strong knowledge in problem reporting and metrics/KPIs
9. Experience in customer service and problem resolution techniques
10. Experience with project management and resource tracking techniques an asset
11. Industry hardware and software experience an asset
12. Understanding and conversant about company, competitors, technologies, solutions, product strengths, weaknesses, opportunities, and threats
13. Excellent written and verbal communication, listening, negotiation and presentation skills
14. Ability to understand complex technical issues and the ability to solve problems or solicit the required resources
15. The position is virtual, but the COL may be required to periodically visit NCRV offices in Montreal, or attend Customer meetings in person

Les offres d’emploi sont conditionnelles au respect des critères de présélection applicables à l’emploi.